1 2 Previous Next 16 Replies Latest reply on Mar 1, 2017 10:51 AM by Intel Corporation

    Intel HD Graphics 530 external monitor issue

    Brandin_000

      Hi I just purchased a new laptop and am having issues playing movies through the Windows 10 - Movies & TV app on an external monitor.  I can hear the audio but the video is just a black screen.  I have tried 3 movies with all the same result but I can play the movie trailers with no problem.  I have tried updating the 530 drivers, rolling back the driver and installing old drivers with no success.  When I disable the 530 graphics and use the Nvidia GTX 1060 graphics card the movies will play normally (but the laptop display lights up in a distorted pattern).  When I clone the display, the 530 will play the movie fine on the laptop display while still having a black screen on the external display.  The monitor is an LG 29UM67P connected by a displayport cable (HDMI cable produces the same result).  The specs of the laptop below.

       

      CyberpowerPC Fangbook SX-6 SE

      i7 6700HQ cpu

      Intel HD Graphics 530 + Nvidia GTX 1060 6GB gpus

      Windows 10 Home 64-bit

      Intel HD 530 driver version 21.20.16.4534

        • 1. Re: Intel HD Graphics 530 external monitor issue
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Brandin_000,

           


          Here you can find some troubleshooting that you can perform.

           

          1. Test the behavior of the system without any drivers (Intel or NVIDIA)
          2. Is this happening only with the Windows Movies app?
          3. Is there any image on the second screen?
          4*. Please install the latest driver from our website (15.45.12.4552)

           

          *Please follow these steps to do so:

           

          1. Remove both Intel and NVIDIA drivers from the device manager, then install Intel drivers by following the steps below and finally, install the NVIDIA drivers
          2. Access the device manager and look for display adapters
          3. Right click and uninstall the driver, make sure to select "Delete the driver software for this device"
          4. Download the driver
          5. Open this link: for Windows 10/8: http://intel.ly/1PdmvLd or Windows 7*: http://intel.ly/25JPVYX
          6. Disconnect the system from the internet and proceed with steps in the guide above (step# 4)

           

          Graphics drivers (Intel): https://downloadcenter.intel.com/download/26464/Intel-Graphics-Beta-Driver-15-45-?product=88345
          NVIDIA drivers: http://www.geforce.com/drivers/results/113444

           

          Please let me know how it goes.

           


          Regards,
          Esteban C

          • 2. Re: Intel HD Graphics 530 external monitor issue
            Brandin_000

            Okay here are the results to your guide above (#1-4):

             

            1) I uninstalled and deleted both Intel and Nvidia drivers then re-installed the latest Intel drivers.  I could not test the behavior on the external monitor because the Intel Graphics Control Panel and Windows display settings would not detect the external monitor.  I tried displayport connection, HDMI connection and HDMI to DVI connection but still the external monitor would not be detected.  I then re-installed the latest Nvidia drivers and tested the behavior and the results are the same where the movie screen is black with only audio playing.

             

            2) Yes it seems to be only the Windows Movie & TV app.  I have found though that I can play my own movies through the app with no problem, it is only the purchased movies I am having this problem with.

             

            3)  If you are referring to the laptop display as the 'second screen' then I have it disabled usually and only use the external monitor.  When I enable it I can play the movie on the laptop display with no problems, just not the external monitor.

             

            4)  I have installed the latest drivers but the behavior is the same.

            • 3. Re: Intel HD Graphics 530 external monitor issue
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Brandin_000,

               

              Just to clarify, are you getting any image displayed on the external monitor while having the Intel HD Graphics 530 enabled?

               

              If it is only the paid movies, then it should be an issue with the app (it would be good to contact Microsoft about the issue).

               

              Please try to reproduce different content on the external monitor with other video playback apps and let me know.

               

              Regards,
              Esteban C

              • 4. Re: Intel HD Graphics 530 external monitor issue
                Brandin_000

                If Intel 530 is enabled and Nvidia is enabled the external monitor displays fine (except for Movies & TV app).  If Intel 530 is enabled and Nvidia is disabled nothing will display on the external monitor because the Intel 530 does not detect the external monitor and only the laptop display will work.  If Intel 530 is disabled and Nvidia is enabled the external monitor works fine including the Movies and TV app, except the laptop display will become distorted.

                 

                I have contacted microsoft on the issue but seeing as the movie will work when disabling the Intel 530 graphics it seems like it is a Intel 530 problem.

                 

                Other video content on the external monitor is unaffected.  I can stream videos in Google Chrome and I can also play personal video files in VLC media player with no issues.

                • 5. Re: Intel HD Graphics 530 external monitor issue
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Brandin_000 ,

                   

                  Thank you for the clarification!

                   

                  You could be facing 2 issues, the Intel HD Graphics 530 is faulty or the laptop optimization between the dedicated graphics card (NVIDIA) and the integrated GPU (Intel) is not working properly.

                   

                  I am saying this because none of them are working a 100% properly, we have tested drivers and different configurations which reflected the issues.

                   

                  My recommendation would be contacting the laptop manufacturer to check warranty options.

                   

                  Hope you can get this solved at the soonest

                   

                  Regards,
                  Esteban C

                  • 6. Re: Intel HD Graphics 530 external monitor issue
                    Brandin_000

                    Thank you I will contact the manufacturer.

                    • 7. Re: Intel HD Graphics 530 external monitor issue
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello Brandin_000,

                       

                      Thank you for letting us know, peer!

                       

                      I hope you can get this handled properly at the soonest

                       

                      In case you face any issues in the future, feel free to contact us back.

                       

                      Regards,
                      Esteban C

                      • 8. Re: Intel HD Graphics 530 external monitor issue
                        Ronald_Intel

                        Hello Brandin_000,

                         

                        Sorry for jumping in this thread all of a sudden.

                         

                        Quick question... What happens if you try to play any of the 3 movies on the external monitor using a different application, other than "Movies & TV"?

                        Note: this is while having both Intel(R) HD 530 and Nvidia GTX 1060* enabled and with all drivers up to date.

                         

                        From the description you kindly provided, to me this looks like an HDCP (High-bandwidth Digital Content Protection) issue all over the place. For a little bit more of information on HDCP you can check this link Frequently Asked Questions about HDMI Technology (DisplayPort is also HDCP compliant).

                         

                        So, what to do then? I would suggest some additional tests:

                         

                        1. Intel HDCP implementation works only for the primary display, so plese try configuring the External monitor as the primary display when trying to play the movies.

                        2. Check that you have the latest BIOS for your laptop (BIOS updates usually update the video BIOS, or vBIOS for short). This might fix HDCP issues causing by Hardware switching between video cards.

                         

                        Let us know if this makes any difference.

                         

                        Regards,

                        • 9. Re: Intel HD Graphics 530 external monitor issue
                          Brandin_000

                          Hi Ronald,

                           

                          Due to the nature of the Movies & TV app I don't think it will allow you to play the purchased movies on other applications.  I "downloaded" the movies, located the files, then tried to play them with VLC media player but they were distorted and inaudible.  Other movies files worked fine on VLC.

                           

                          Yes I noticed my Nvidia control panel sometimes would say that the monitor connection was not HDCP compliant that's why I tried other connection types (HDMI and Displayport).  Even when the control panel confirmed HDCP compliance the problem still occurred.

                           

                          As mentioned in previous replies it's probably a hardward issue since the Intel GPU doesn't recognize the external display at all thru the Intel Graphics Control Panel or the Windows Display Settings.  Also the Nvidia GPU does not control the laptop display correctly either.  Either way I've already sent the laptop back to the manufacturer for service as recommended.

                           

                          Thanks.

                          • 10. Re: Intel HD Graphics 530 external monitor issue
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello Brandin_000 ,

                             

                            Thank you for letting us know about the results you got.

                             

                            I hope you can get that replacement at the soonest

                             

                            Regards,
                            Esteban C

                            • 11. Re: Intel HD Graphics 530 external monitor issue
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello Brandin_000,

                               

                              I just wanted to check if you were able to get the laptop replaced and how it went with the new one.

                               

                              Regards,
                              Esteban C

                              • 12. Re: Intel HD Graphics 530 external monitor issue
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello Brandin_000,

                                 

                                Hope you got the unit replaced and it is working fine!

                                 

                                Please us know if you require any further support.

                                 

                                Regards,
                                Esteban C

                                • 13. Re: Intel HD Graphics 530 external monitor issue
                                  Brandin_000

                                  Still waiting on the manufacturer to finish repairs.

                                   

                                  Thank you for your follow up.

                                  • 14. Re: Intel HD Graphics 530 external monitor issue
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    I understand, thank you for the quick answer!

                                    Hope this goes well.

                                    Regards,
                                    Esteban C

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